Role and Key Responsibilities: 

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to  team members, enabling consistent high performance delivery
• Identify performance related issues, develop an action plan for improvement and  implement corrective action
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies, and procedures. Attend required manager development training

Key skills and knowledge:

• Minimum 1-2  years of experience in sales and handling team.
• Prior experience in a team handling or supervisory role.
• Strong communication and interpersonal skills.
• Ability to analyze data and implement strategies for performance improvement.
• Knowledge of collection tools and CRM systems is an advantage.
• Lead and manage a team of collection agents handling telecom customer accounts.
• Monitor daily performance metrics and ensure achievement of collection targets.
• Provide coaching, feedback, and training to team members for process improvement.
• Handle escalations and resolve customer issues in a professional manner.
• Ensure compliance with company policies and regulatory guidelines.
• Prepare and share daily/weekly reports with management.
• Drive team engagement and maintain a positive work environment.

Educational Qualification: Graduate in any discipline.